Technical Support Analyst

2 weeks ago

Belgrade, Central Serbia Clarivate Full time €25,000 - €40,000 per year

We are looking for a
Technical Support Analyst
to join our global team The Technical Support Analyst is responsible for providing technical assistance, troubleshooting, and problem resolution to end users and customers experiencing software issues.

If this sounds like an opportunity you are interested in, then we would love to talk to you

About You – Experience, Education, Skills, And Accomplishments

  • 2+ years of experience working in a related Customer Care or Technical Assistance.
  • Bachelor's degree (Library Sciences, STEM, or Computer Science) or equivalent relevant experience.
  • Proficient level of English language (B2/C1).
  • 1+ years of experience working with Microsoft products and operating systems, with familiarity with Linux operating systems.

It would be great if you also have . . .

  • Excellent written and verbal communication skills.
  • Strong interpersonal skills with a focus on polite and professional customer engagement.
  • Analytical thinking and effective troubleshooting abilities.
  • Previous experience working with Jira, Salesforce, or similar ticketing systems.
  • Familiarity with Oracle database environments.

What will you be doing in this role?

  • Acts as the first point of contact for technical assistance via phone, e-mail, chat, or customer service systems.
  • Uses technical skills and knowledge of software-based products to resolve cases that are driven software workflows, released functionality, and customer use cases.
  • Escalates more technical and unique issues to senior staff and ensures appropriate communication with customers.
  • Gathers information from users to accurately diagnose and understand technical issues, documenting detailed support requests.
  • Investigates, reports and documents customer issues and/or enhancement requests and ensures that both internal and external stakeholders are updated as appropriate.
  • Coordinates resolution of interoperability issues across the product families or external vendors.

About The Team
You'll be joining a dynamic and collaborative team of 12 Technical Support Analysts. The team thrives on practical thinking, mutual support, and a proactive approach to customer service. Whether you're working independently or alongside colleagues, you'll be part of a supportive environment that encourages continuous learning and professional growth.

Benefits

  • Holidays: 25 days paid leave per annum
  • Private Health Insurance
  • Paid Lunch
  • Yearly Bonus
  • Yearly Merit Plan
  • My Learning Platform
  • Mental Healthcare
  • Fit Pass
  • Life Insurance
  • Accident Insurance
  • Company bicycles for rent free of charge

Hours of Work
This is a full-time position (40 hours/week). Flexibility is required to support collaboration across global time zones, including coverage for the US Eastern Time Zone (EST/EDT). This is a hybrid role, with in-office presence expected three days every other week.

Please note that only shortlisted candidates will be contacted.
At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.

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